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Question
On a flowchart, diamonds indicate decision points.
Answer
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List three techniques for de-emphasizing bad news.
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Avoid hiding behind ________ ________ to justify the bad news you are delivering in a negative message.
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When composing negative messages, it is important to use language that conveys respect and avoids a(n) ________ ________.
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If you must give an employee a negative performance review, it is best to avoid any positive comments since they might distract attention from all of the problems.
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One way to avoid being accused of defamation is to stick to the facts when communicating with customers.
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When you deliver bad news about business transactions (such as a delayed order shipment), you should always apologize to the audience.
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When writing negative messages, you should begin with a buffer to make the reader think that good news will follow.
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The direct approach is never used for negative messages.
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You can help establish the right tone in a negative message by using positive words rather than negative, counterproductive ones.
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When writing an employment termination letter, you should
A) include words that are open to interpretation, such as difficult and untidy.
B) clearly present the reasons for the action.
C) not get too caught up in trying to preserve a good relationship with the employee.
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A letter rejecting a job applicant should
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B) point out the applicant's shortcomings.
C) be as personal as possible.
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Whether or not you should apologize when delivering bad news about transactions depends mainly on
A) how much the customer has purchased from your company in the past.
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When you are refusing a routine request, you
A) should always use the direct approach.
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Using the indirect approach, the negative news comes
A) immediately after the buffer.
B) immediately before the reasons.
C) immediately after the reasons.
D) at the very end.
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One way to be tactful when giving your reasons for bad news is to
A) explain why the decision is good for you and your company.
B) highlight, if possible, how your negative decision benefits the recipient.
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In the reasons section of a negative message, you should
A) present enough detail to make your conclusion compelling.
B) explain what your decision is before you explain why you have reached it.
C) apologize for the negative decision.
D) do all of the above.